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M kilimo event presentation e-dairy

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  • Smart cards – millk collection system- card and handheld device that is used during milk collection and information is stored on the card and downloaded and captured in a centralized location – get anything on credit based on your milk volumes and information Is available to the farmer over SMS
  • Suburban
  • Introducing financial BPO services in the future
  • Three main segments within the bpo – people management , client management and infrastructure management. Quality and efficiency quality and performance indicators – with infrastructure – continuous upgrades and introduction to new softwares – such a miki-wiki – talk about later with m-kilimo
  • What exactly did we do for EABL?
  • Transcript

    • 1. 12/9/10
      Slide 1
      IntroductiontoKenCall
      December 2010
    • 2. The Management Team
      Eric Nesbitt, COO, Kenya
      • Bachelor in Technology and Management from Cranfield University (UK)
      • 3. Former Managing Director of Consolidated Warehouses Ltd., Foursquare Logistics Ltd.
      • 4. 12 years extensive leadership and diverse entrepreneurial experience
      Nicolas Nesbitt, CEO, Kenya
      • MBA from Stanford (US), Masters and Bachelor from Dartmouth (US)
      • 5. Former Consultant of The Boston Consulting Group
      • 6. Former Vice President Qwest Communications - $1bn responsibility
      • 7. Former Sales Executive at different US companies
      • 8. Co-founder of Market Race LLC
      Steve Liggins, CFO, USA
      • MBA from London Business School (UK), Bachelor from University of New York (US)
      • 9. Retired Head of Bank One New York Office
      • 10. 25 years banking industry experience
      • 11. 4 years experience in Kenya at First Chicago (later First American) Bank
      Roger Hunwicks, CIO, Kenya
      • Bachelor in Mathematics from Oxford University
      • 12. 16 Years of experience in the field of Software Development, System Adminstration and Network Management
      • 13. Former Group Software Development Manager at Software Technologies Ltd
      Slide 2
    • 14. KenCall Delivers a Comprehensive Set of Services
      Slide 3
      Call Center Services
      BPO
      Relationship Management
      • Customer Care
      • 27. Customer Activation
      • 28. Customer Retention
      • 29. Customer Acquisition
      • 30. Cross-selling/ Up selling
    • Key To Success Is Our Intense Focus On Managing The Basics...
      Slide 4
      People Management
      Infrastructure Management
      Client Management
      • Business analysis
      • 39. Reporting and escalation
      • 40. On site client hosting
      • 41. Constant reviews
      • 42. Redundancy
      • 43. IT support
      • 44. Network monitoring
      • 45. Physical and logical security
    • KenCall Staffs for Success
      • Anglicized accents
      • 46. High service oriented
      culture
      • All staff have university degrees or diploma level.
      • 47. Multi cultural and multi lingual.
      • 48. Technically capabilities.
      • 49. Broad knowledge of international geography, history and culture
      Highly Educated Staff.
      Pleasant PhoneEtiquette
      • Motivated employees, eager to learn
      • 50. All employees expect to work hard.
      • 51. Embedded in culture
      .
      • Positions are challenging
      • 52. Large labor pool and jobs are scarce
      • 53. Extensive investment in education and training
      High Retention Rates
      Strong work Ethic
      Slide 5
    • 54. Some of KenCall‘sPast and Present Clients
      Confidential
      Slide 6
    • 55. ...Strong Believers...
      Slide 7
      Has received an
      Equity investment from
      April 2007, Nairobi
    • 56. ...Received Powerful Endorsements...
      Slide 8
      “KenCall is one of the reasons the Kenyan economy grew over 6% last year.”
      Thomas Friedman (Author of “The World is Flat”) in the New York Times
    • 57. …Internationally Renowned Awards…
      Slide 9
    • 58. ...And Attention From Leading Institutions Around The World
      Slide 10
      • Harvard Business School Professor Dan Isenberg spent extensive time in Nairobi to study the company.
      • 59. The caseis now taught to second year students of the Harvard Business School MBA program in its International Entrepreneurship Class.
      • 60. MIT MBA School has also written a casestudyon KenCallforitsFinancestudents
    • 61. Problem statement and opportunity areas
      Problem
      Opportunity
      • The typical rural family is solely dependent on its farm’s yield
      • 62. Farms are inefficient
      • 63. Limited access to essential information
      • 64. High reliance on traditional practices
      • 65. Huge gap between cutting-edge and traditional agricultural practices
      • 66. Rapid increase in mobile phone penetration in sub-Saharan Africa
      • 67. The majority of rural households have access to mobile phones
      • 68. Air time prices are decreasing
      • 69. Call centers now allow two-way information flow
      • 70. Enormous potential to grow the BPO sector in Kenya
      Farms are traditional and inefficient
      Advanced advice is now only a phone call away
    • 71. Solution
      • Leverage BPO infrastructure and IT systems to provide real-time access to expert advice and multiple line support.
      • 72. Deliver service more efficiently than traditional face-to-face methods: anytime availability, quality assurance of content and delivery systems.
      • 73. Complement and enhance “extension services”
      CRM – customer
      management system
      CMS – content
      management system
      Content
      assessment
      Farmer
      Expert
      Content
      Partners
      Access expert advice via mobile phone
      MA in agriculture, 2-3 years of field experience
    • 80. Progress overview
      Objective:Design and establish a mobile phone, voice-based farmer Helpline to deliver agriculture and climate information to Kenyan smallholder farmers, enabling them to make more informed decisions through the farming lifecycle
      Sept 09
      Dec 09
      Apr 10
      Aug10
      Mar11
      Nov 25
      Phase 1:
      Setup and Go-live
      Phase 2:
      Testing
      Phase 3:
      Pilot
      Phase 4:
      Launch
      Phase 5:
      Sustainability
      Milestones:
      • 10,000 farmers have used the service (Actual: 7,857 registrations, 7,028 questions)
      • 81. Gain a better understanding of the questions/ products demanded from farmers
      • 82. 20,000 farmers registered, 25,000 questions raised (Actual: 20,184 subscribers, 27,783 questions)
      • 83. Gain a better understanding of in-demand questions/ products for launch stage
      • 84. Set-up operations for launch stage
      • 85. 25,000 farmers registered.
      • 86. 37,000 questions raised
      • 87. Test of commercialisation concept
      • 88. Long-term sustainable business model
      • 89. Business plan for the next year of operations (proposed)
      • 90. Set-up the project and operations successfully
      • 91. Launch the service
      • 92. Collect feedback from user groups
      12/9/10
      Slide 14
    • 93. Almost 25,000 Farmers Registered
      12/9/10
      Slide 15
      Phase 3: Pilot
      Phase 1 & 2: Set up and Test
      Phase 4: Launch
    • 94. Almost 37,000 Questions captured
      12/9/10
      Slide 16
      Phase 3: Pilot
      Phase 1 & 2: Set up and Test
      Phase 4: Launch
    • 95. Our Farmer’s Profile
      Achievements: Identified profile of the customer :
      A male farmer with a household size of less than 5 people.
      His farm is small – no more than 2 acres.
      He grows cereals and has livestock on his farm.
      55% of farmers with a total cultivated land size of 2ac or less
      69% of registered farmers are male
      Slide 17
      12/9/10
    • 96. Distribution location of our farmers
      12/9/10
      Slide 18
      36%
      12%
      7%
      0%
      8%
      35%
      1%
      1%
    • 97. What our farmers are asking?
      12/9/10
      Slide 19
      Animals
      Crops
    • 98. What else are the farmers asking about?
      12/9/10
      Crops as primary farming activity generate most questions on marketing
      Three main areas of questions
      Credit
      (18% of total)
      • Where to access credit options
      • 99. Credit options
      Strategic Marketing
      (19% of total)
      • General more strategic advice on how to do marketing
      • 100. Where to sell/where to buy
      Inputs and Prices
      (63%)
      • Whatpricesand where
      • 101. Where and how to get the Inputs
      Slide 20
    • 102. Quality KPIs.
      Repeat usage. Percentage of regular users increased from 5,5% to 12,5%.
      Turn-around time. Percentage of questions answered real-time increased from 53% to 87%.
      Inbound/outbound calls ration increased from 0,45 to 0,79.
      Subscribers who asked
      n number of questions:
      Slide 21
      12/9/10
    • 103. The Value Chain: “How Does The Money Flow?”
      Farmers nationwide
      CRM
      Experts
      Marketing Agents
      “mKilimo”
      CMS
      $
      $
      Free Advice
      Research
      Promotion
      $
      $
      $
      $
      $
      $
      Government/ Donors
      Commercial Input &Service providers
    • Potential of Sustainability through Government Support
      12/9/10
      Slide 23
      Rockefeller has “patient capital” and will continue to support this project, but needs help in ensuring economic sustainability (with government and private sector)
      How this service can benefit the government:
      Stabilize and ensure food security (“public good” component)
      Facilitate development of local skills and organizations and links with other programs and institutions
      Transfer new technologies to farmers and rural people
      Address problems of diverse groups of rural people, including commercial farmers, women, resource poor farmers, youth, and non-farm populations
      Address public interest issues in rural areas:
      resource conservation
      health and food security monitoring
      disease and pest monitoring and control
      agricultural production monitoring
      food safety, nutrition and family education
      Youth development
    • 126. Areas of improvement
      Focus on increasing size of database
      to make it more attractive to the “Big Wigs” of agriculture
      Product Development
      Introduce a “training” arm to M-Kilimo. Utilize experts to create “training” sessions for farmers on entrepreneurship, farm management, loan management and increasing farm productivity.
      Test other forms of marketing
      Television Advertising
      Banner Advertising
      Push further on Word of Mouth advertising.
      12/9/10
      Slide 24
    • 127. Vision: Future Growth Areas
      Facilitate development of local skills and organizations and links with other programs and institutions
      2. Transfer new technologies to farmers and rural people
      3. Address problems of diverse groups of rural people, including commercial farmers, women, resource poor farmers, youth, and non-farm populations
      4. Address public interest issues in rural areas:
      resource conservation
      health and food security monitoring
      agricultural production monitoring
      food safety, nutrition and family education
      Youth development
      12/9/10
      Slide 25
    • 128. Vision: Other countries have expressed a huge interest
      12/9/10
      Slide 26
      Rwanda
      Uganda
      Ghana
    • 129. Vision: Revolutionize the agriculture sector in Africa through technology
      12/9/10
      Slide 27
      ETC